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6 Customer Experience Trends to Watch in 2018

Customer experience should get interesting in the year ahead. Expectations are at an all time high while customer trust is at an all time low PHOTO: Florian Pérennès It’s the time of year where customer experience (CX) professionals and pundits dust off their crystal balls as the industry looks toward another year of uncertain opportunities and challenges. Last year raised the bar, as breakout technologies, such as artificial...

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Top 14 Chatbot Building Platforms of 2017

Chatbots are becoming more commonplace on platforms like Facebook messenger, Slack, Whatsapp and even within company websites and apps. Some brands are leveraging chatbots to enhance customer experiences, while others are deploying them in-house to shape up their digital workplaces. As for the future, Gartner is forecasting that the average human will have more conversations with bots than with their spouse. What Is A Chatbot Builder? A chatbot builder,...

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What Is a Chatbot? More Importantly, Should You Build One?

Does every business need a chatbot? PHOTO: ☰☵ Michele M. F. Chatbots are sprouting up everywhere, in every industry. Companies with chatbots range from CNN, whose news bot serves requests for news in particular industries, to Marriott International, whose chatbot helps Marriott Rewards members research and book rooms in more than 4,700 hotels. Because big brands are making waves in the chatbot world, and companies of...

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What it Will Take for Artificial Intelligence to Become Useful For DAM

Artificial intelligence has a ways to go before it can help DAM platforms with image recognition PHOTO: Samuel Zeller Digital asset management (DAM) vendors have started integrating their systems with one or more of the currently available artificial intelligence (AI) image-recognition API components. Vendors typically advertise these tools as complete automation solutions, which free users from ever having to manually enter image tags again.  When tested with generic...

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Don’t Bet on the Bots, 4 Ways to Keep Customer Service Human

Automation can support and enhance customer service but it's not substitute for the human touch PHOTO: trauma_j Chat bots aren’t bad news for customer service, but if you leave important human touch points entirely in the hands of AI and machine learning, problems will arise.  The biggest drop in the American Customer Satisfaction Index since the mid-90s happened between 2013 and 2015, suggesting that businesses need more...

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